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SAP C_C4H51_2405 - SAP Certified Associate - Implementation Consultant - SAP Service Cloud

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Total 80 questions

What can the categories in the service catalog be used for? Note: There are 3correct answers to this question.

A.

Reporting purposes

B.

Determining service level assignments

C.

Determining responsibility for tickets

D.

Determining fine-tuning settings

E.

Controlling validity of the service catalog

Which object can be used within ticket creation to automatically determine the registered product?

A.

Product

B.

Customer

C.

Installation point

D.

Warranty

Which objects are determined when you are using ticket routing in SAP Service Cloud? Note: There are 3correct answers to this question.

A.

Service category

B.

Employee

C.

Account

D.

Organization

E.

Territory

What are the main uses for warranty management in SAP Service Cloud? Note: There are 2correct answers to this question.

A.

Routing rules can be applied to warranties.

B.

The agent is prompted to upsell a warranty to the customer.

C.

When an agent creates a ticket with a registered product, the warranty is automatically determined.

D.

The system can be set up so that certain incident categories are not covered.

Which data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

A.

External pricing

B.

Products

C.

Social media profiles

D.

Accounts

Which data is replicated from SAP Service Cloud to SAP Field Service Management?

A.

Installed base

B.

Registered product

C.

Account hierarchy

D.

Ticket hierarchy

Which tools can you use to dispatch a service technician to an open ticket? Note: There are 3correct answers to this question.

A.

Ticket routing

B.

Time recording

C.

SAP Field Service Management

D.

Activity planner

E.

Manual routing

Where can you keep track of new and modified knowledge base articles?

A.

Knowledge base fine-tuning activity

B.

Solution finder

C.

Broadcast

D.

Feed

What can you do with the add-in for Microsoft Outlook? Note: There are 2correct answers to this question.

A.

Add a reference to a service contract

B.

Add a reference to an account

C.

Use email as a response to a ticket

D.

Add an account team member

Which objects and settings can be used to determine a service ticket processing team? Note: There are 2correct answers to this question.

A.

Determination of involved parties

B.

SLA Determination

C.

Party roles

D.

Delegation rules